Front Desk Agent - The Lismore Hotel

Coury Hospitality•Eau Claire, WI

About The Position

The Front Desk Agent is a highly visible Front Office role with a direct impact on the guest experience. The agent welcomes and accommodates guests, visitors, and staff in a warm and courteous manner; oversees guest registration and check-out; promotes hotel services and amenities; and provides helpful information. The role requires a strong commitment to guest satisfaction, professionalism, teamwork, confidentiality, and the ability to work effectively in a fast-paced environment. The Front Desk Agent greets and registers guests, establishes accurate guest accounts, handles room changes, settles accounts, and processes payments in accordance with accounting procedures and cash-handling policies. The agent provides information about the hotel and surrounding area, responds to questions and special requests, helps resolve guest concerns, and reports or addresses service, safety, security, and maintenance issues as appropriate. The position also involves maintaining proper key control, handling lost property, communicating guest information to other departments, and participating in training.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction.
Ability to interact comfortably with the public and handle guests who are angry or upset.
Professional appearance and demeanor.
Knowledge of computer keyboard and printer operation and ability to enter information accurately and efficiently into computer systems.
Previous cashier experience or basic accounting skills.
Ability to work quickly and thoroughly under pressure and attend to multiple tasks at once.
Knowledge of hotel facilities and features and of the local area and surrounding communities.
Ability to maintain excellent attendance and punctuality.
Ability to stand for long periods of time.

Nice To Haves

Customer service experience preferred.

Responsibilities

Greet guests, visitors, and staff promptly and professionally, and remain alert and ready to assist those who need help.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to preferences, including room type and payment, and accommodate room changes promptly.
Maintain knowledge of hotel rates, promotions, room types and layouts, services, amenities, restaurant offerings and hours, and the hotel’s historical significance.
Inform guests about city attractions, community events, and nearby points of interest.
Help resolve guest issues and respond to special requests; report service failures to Management and implement appropriate service recovery responses.
Settle guest accounts at check-out, process payments, and follow accounting and cash-handling procedures.
Respond courteously and accurately to questions from guests, visitors, and coworkers.
Maintain proper key control and follow security measures.
Participate in safety and security training and maintain knowledge of life-safety, emergency, and fire-evacuation procedures.
Work cooperatively with Front Office and administrative staff, including Valets, Bellman, Sales, and Accounting; communicate pertinent guest information to the appropriate departments or personnel.
Handle lost and found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to the appropriate management or maintenance staff.
Wear the required uniform and meet professional grooming standards.
Maintain the confidentiality of guest and hotel information.
Participate in ongoing training and perform other duties as assigned.